Employee/Customer Onboarding, Training and Enablement

If I use scripts in ScreenSteps, won't my agents sound robotic?

Greg DeVore - Jul 8, 2020 2:55:01 PM

You're concerned that if you use scripts in your call center then your agents will sound robotic. We get it. In this article, I'm going to discuss the pros and cons of scripts and how to get all of the benefits of providing suggested text (or prompts) without the robotic downside of scripts.

Topics: Call-Center

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Common Questions We Get About Using ScreenSteps with Call Agents

Jonathan DeVore - Jun 29, 2020 11:25:45 PM

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting.

Pre-meeting Video

Topics: Call-Center

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Zero Memorization Training Guide for Contact Centers

Jonathan DeVore - Jun 11, 2020 5:00:56 PM
If you are a trainer, manager, or director at a contact center, then this article is probably for you. If you have one of those roles and you need to decrease training time, improve training results, and eliminate agent mistakes then this article is definitely for you.
 
The videos in this article will introduce you to Zero Memorization Training and help you see exactly how you can apply it to your contact center.
 

Video #1: What is Zero Memorization Training?

The video below will give you a quick introduction to Zero Memorization Training and what results you can achieve (hint: decrease your "Time To Proficiency" for new agents by at least 50%).

Topics: Call-Center

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How Can ScreenSteps Help Your Contact Center?

Jonathan DeVore - Jun 3, 2020 3:21:07 PM

If you've just recently heard about ScreenSteps, then you may not be familiar with how it can help your contact center. So, here's an introduction.

Topics: Call-Center

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Five Things to do During Your ScreenSteps Trial

Jonathan DeVore - Jun 1, 2020 10:17:34 AM

During the first five minutes of any software trial, you have to make one decision:

Should I invest more time learning about this software or should I move on to something else?

When you start your ScreenSteps trial, it's no different. You need to decide if ScreenSteps is something you should dedicate more time to learning about and whether you should use it in your organization. To help you make that decision, I recommend starting off doing five things.

5 Things to do during ScreenSteps Trial

 

Topics: Live Training- Training- Documentation

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How is Authoring in ScreenSteps Different than Authoring in Word?

Jonathan DeVore - May 27, 2020 12:14:50 PM

When you begin authoring in ScreenSteps, you'll notice that the editor looks a little different than what you see in Word or Google Docs. In this video, I'll show you the basic ScreenSteps editor and how it will help you create better guides for your employees and your customers.

 

What is Block Authoring

 

 

Topics: Live Training- Training- Documentation

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What Does a Zero-Memorization Knowledge Base Look Like?

Jonathan DeVore - May 22, 2020 2:14:40 PM

You know that you need a great knowledge base to do Zero-Memorization Training, but what does a great knowledge base look like? Check out the video below and keep on reading to find out.

 

What does zero-memorization kb look like

 

Topics: Live Training- Training

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What Does Zero-Memorization Training Look Like?

Jonathan DeVore - May 20, 2020 12:08:34 PM

If you know about Zero-Memorization Training but aren't sure how it would look if you implemented it in your employee training program, check out the video below to learn what it looks like.

What does Zero-Mem Training Look like

Topics: Live Training- Training

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What is Zero-Memorization Training?

Jonathan DeVore - May 19, 2020 11:18:37 AM

If you are in charge of training employees at your company, and you're tired of how long it takes for new-hires to independently do their job, then you're going to love the Zero-Memorization Training approach.

What is Zero Memorization Training

Topics: Live Training- Training

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4 Strategies for Remote Call Center Training

Greg DeVore - May 1, 2020 6:29:23 PM

Phew! You've made it this far...but what's next?

Pretty much overnight, your contact center operations had to completely change. Maybe you were ready for this transition, maybe you weren’t. Maybe you had to go to extreme lengths just to find now-rare resources like laptops and headsets. Regardless, you made it!

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